Welcome to EmuTree. We’re very happy to have you here. We have tried to make our Terms and Conditions as easy to read and understand as possible. If you have any questions, please contact us.

In the Terms and Conditions of Sale (“Terms of Use” and “Conditions of Sale”), “we” or “us” means EmuTree Group Pty Ltd (EmuTree) and “you” means the person, organisation or entity that purchased the products or related services from us. The Terms and Conditions of Sale apply to all sales made by us to consumers whether products and services are purchased online or over the telephone.

These Terms and Conditions cannot be varied without our written consent. We may update Terms and Conditions from time to time and the current version will always be shown on the Terms and Conditions page of our website.

By using our website, you unreservedly accept these Terms and Conditions, including our Privacy Policy, and you agree that your use of our website, including any purchase of goods from us, is subject to the terms thereof. If you do not agree to these Terms and Conditions, you must not use our website in any manner.

Web Content

We use reasonable endeavours to ensure accurate information and content on this website, however, we reserve the right to make updates to our website as soon as an inaccuracy or error is brought to our attention.

We aim to update our website regularly and may change the content at any time. If needed, we may suspend access to this website, or close it indefinitely.

Product

Description & Detail

We make our best efforts to ensure that all the product details are accurately described. Unfortunately, on some occasions, it is possible that our website will contain errors in the product pricing, description and specifications. we rely on information provided to us by our suppliers. We reserve the right to correct any errors at any time, including after you have placed an order.

Web Image

You need to be aware that colours may appear slightly differently on different displays and screens. The shade of colour from screen to screen is not a fault or error. You are encouraged to contact us before making any purchase decision if in doubt.

If you decide to cancel and return the order in such a case, we will try our best to assist on a case-by-case basis. Refer to the “Cancel Order by You” section for further details.

Your Account

  • You may create or log into an account prior to purchasing
  • You need to provide complete, true and accurate information when creating your account
  • You must notify us immediately of any unauthorised use of your Account or Password
  • You must not use another user’s account without permission

The Order

Order Cut Off

Orders received and processed by us before 3 pm AEST each business day will be dispatched within 1-2 business days for in-stock items. Orders received and processed by us on Friday or weekend days will be dispatched within 1-2 business days following the preceding weekend.

Cancel Order by Us

Whilst we endeavour to process all orders, there may be exceptional circumstances we may need to refuse to process an order after we have sent you an order confirmation. We reserve the right to cancel, at any time before delivery and for whatever reason, an order that it has previously accepted. We may do this for example, but without limitation, where:

  • suppliers are unable to supply goods that they have previously promised to supply;
  • we are unable to supply the goods within a reasonable time due to an event beyond our control, such as a storm, fire, flood, earthquake, terrorism, war, strike or failure of computer systems;
  • goods ordered were subject to an error on the website, for example, in relation to a description, price or image, which was not discovered prior to the order being accepted.

If we cancel your order after acceptance, we will send you an e-mail notifying you of the cancellation, and we will refund any money paid in respect of that order.

Except to the extent otherwise required by law, we will not be liable to you, or any other third party, for any loss, damage, cost or expense suffered as a direct or indirect result of the cancellation of your order.

Cancel Order by You

Requests for order cancellations (including backorders) need to be lodged as soon as possible. As we endeavour to deliver your order as soon as possible, which often will be within 24 hours. Once the order has been shipped, you may request to return it after you received it.

Your request to return an order needs to be made within 14 days of the date you received the order. The request needs to be in writing. Cancellation and return requests may take up to 5 business days to process. We would try our best to assist on a case-by-case basis. If the request is accepted, we will subtract fees from the total order amount and issue you a store credit.

If you decide to cancel and refund (or partially refund) an order, the following fees will apply according to the process stage:

  • An administration and restocking fee for processing the cancellation at any stage, which is normally $10 or 10% of the order total amount, whichever is greater. We cannot refund any fees charged by third parties, for example, suppliers, contractors, and payment service providers;
  • Shipping costs, if the item(s) has been collected by the shipping company;
  • Return shipping costs (if you advise us to arrange the return);
  • Any additional fees charged by third parties.

Change Order by You

We are not able to change your order. If you wish to purchase more items, we kindly ask you to place another order, with a note referring to the existing order number.  If you wish to change the item that you have purchased, please contact us as soon as possible.

Availability & Back Order (or Pre-Order)

There may be a system delay in updating stock quantity. In such rare cases that, any order being placed on the out-of-stock item, we will contact the customer to work out the best solution, for example, partial delivery or order cancellation – should the customer have placed an order on backorder – but was not aware and wanted to cancel the order, the same cancellation terms of ‘Cancel the order by You’ apply in reference refund procedures.

Temporary Out of Stock items will be required to be back-ordered. Order items may take up to sixteen (16) weeks (4 months) to be restocked. If we are unable to restock your order within 16 weeks of receipt of your order, due to lack of stock, the product becoming discontinued, or freight delay, you may cancel your order without charge, and we will arrange for a full refund of any payment made by you.

New products may be on sale prior to stock arrival, which is Pre-Order. We will provide the Estimated Dispatch Date on the product page, or you can contact us requesting this information.

Prices and Payment

All prices on our website are in Australian dollars and include GST. We work with our supplier to set a retail price that deems to be competitive in the Australian retail market. We may change our sale prices at any time.

All payments are processed in Australian dollars. All payments must be made in full prior to delivery. We accept payment by credit card (Visa and MasterCard), PayPal, and more options in the future.

We use industry-standard encryption to keep your personal information secure. We do not permanently store your credit card or bank information. We will undertake reasonable efforts to validate the legitimacy of the order and payment method. We may decide to cancel the order (notifying you via email) if we cannot reasonably rule out fraudulent card use during processing your order. We will not be liable for any damages or losses (whether direct or indirect) caused if a member’s card is used fraudulently.

Sale

Sale is your chance to save big on high-quality products! We are constantly developing new products, requiring the occasional discontinuance of an old product line or batch production. Sale products are NOT refurbished or defective items but brand-new items on sale. Inventories change often so if you see something you like, act fast – our Sales and Clearance Items don’t last long!

Prices on sale are available on new orders only. Sizes and colors not listed in the dropdown menu are sold out. Price adjustments are not available on previously ordered merchandise. Discount promo codes and returns are not available on any Sale and Clearance Items.

Delivery

We only deliver to Australian residential addresses. We cannot deliver to PO boxes or Parcel Lockers because they are too small to accept the most of items we sell.

Delivery is to the ground floor of the shipping address; if the delivery is in a multi-story building the delivery company will not travel past the ground floor front door.

If the shipping cost is not available at the checkout, your address and postcode may be outside of our shipping company’s coverage. Please contact us for assistance.

Our goods are delivered by a specialist freight carrier who may require a signature upon delivery.

Where possible we prefer to deliver items using the supplier or manufacturer’s original packaging to reduce any waste caused by re-packaging.

Dispatch Time

Once your order is placed, we will do our best to get it to you as fast as we can. Your order will be picked up and dispatched within 24-72 hrs (on a business day) unless of course, you are shopping on a Friday or weekend, in which case we will have it out by Monday afternoon.

This timeframe is for in-stock products. While we endeavour to keep stock level up to date, there may be a system delay in updating stock quantity. Refer to the Availability & Back Order (or Pre-Order) section in these terms and conditions for more details.

Delivery Time

Typically, items listed as in stock on the website will be dispatched from the warehouse within 24 to 72 business hours. We will endeavour to deliver your order to you within fifteen (15) business days of the date you placed your order;

Delivery times may be greater than 15 business days for regional or remote areas, or due to unavoidable situations such as (but not limited to): delivery company system failure, lockdowns, and natural disasters. In such a case, we will try to notify you as soon as we can.

Delivery Cost

You agree to pay any shipping and handling charges presented to you at the time you make a purchase, and any additional costs including but not limited to redelivery, return to the sender, tailgate truck upgrade, and shipping address redirect.

If delivery of an order will result in unacceptably high freight charges to us by the delivery service providers, we reserve the right to contact you to request further shipping fees or to cancel an order prior to dispatch. If we cancel your order in these circumstances we will issue a refund of the product with a deduction of an administration and restocking fee which is 10% of the total order or $10 (whichever amount is greater).

Authority to Leave

There is no Authority to Leave service option for large or high-value items. If there is no one available to receive the order, the courier may leave a card at the address or we will email you. You will need to contact the delivery company to arrange for redelivery with any extra fee (covered by you) or arrange to collect.

Delay

Delays can occur outside our control, such as around Christmas, Easter and public holidays. Except when required by law, neither we nor our service provider will be liable to you, or any other third party, for any loss, damage, cost or expense suffered as a direct or indirect result of any delay in delivery of the goods to you or delay in the availability of goods for pick up in-store/depot.

Delivery Information

You need to verify your information before placing your order, especially your contact number and delivery address. If the information provided is incorrect and so the package is returned, you will be billed for the additional shipping charges and any applicable charges in order for your delivery to reach you.

If we and our delivery partner have been unable to deliver your order due to your error or fault, we reserve the right to cancel your order. In these circumstances, we will refund you the price of your order, less the delivery and handling fees incurred by us. If the product’s condition became unsaleable upon return, we cannot provide a refund for the order.

Shipping Promotions

Where a shipping promotion is offered, it will only be available on selected products and to specific metro locations within Sydney, Melbourne, Brisbane, and Adelaide.

Tasmania, Northern Territory, and Western Australia are excluded from all shipping promotions unless specified otherwise.